Melissa Johnson
Aurora,CO
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
LSPN
09.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Managed Zoom platform for multiple client meetings.
- Skilled at working independently and collaboratively in a team environment.
- Greeted guests in with friendliness and professionalism.
- Managed calendars and accommodation for staff to optimize schedules.
- Volunteered to help with special projects of varying degrees of complexity.
- Proofread and edited documents for accuracy and grammar.
- Completed daily logs for management review.
Customer Service Manager
ANACS Coin Grading
04.2016 - 08.2023
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Addressed customer account discrepancies and concerns.
- Communicated with clients regarding account services, statements, and balances.
Trainer & Quality Control Inspection Supervisor
Alphapage
02.2012 - 03.2016
- Managed weekend shifts of 20+ employees
- Managed 100+ customer calls per day
- Reviewed 10+ employee calls per day for quality assurance
- Held training courses of 10+ new employees per month
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Analyzed team performance and identified opportunities for additional training.
- Developed effective training plans based on department needs and objectives.
- Developed individualized training plans to achieve staff readiness.
- Prepared and presented supplementary learning material to support structured lessons.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Recorded and edited videos to facilitate remote learning.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
Education
High School Diploma -
Homeschool
MerrimackAssociate of Arts - Interior Design
Heritage
Nashua, NHSkills
- Google Work Space
- Host Virtual Meetings
- Account Resolutions
- Talent Allocation
- Conflict Management
- New Hire Training
- Positive and Constructive Feedback
- Job Assignments
- High Customer Service Standards Adherence
- Quality Assurance Controls
- Financial Transactions
- Administrative Support
- Skilled Trainer
- Special Assignments
- Collaborative Environments
- Collaborate Cross-Functionally
- Time Management
- Verbal and Written Communication
- Managing Operations and Efficiency
- Administration and Reporting
- Creative Solutions
- MS Office Expertise
- Microsoft Excel
- Staff Management
- Continuous Improvements
- Billing and Filing
- Correcting Discrepancies
- Exceptional Telephone Etiquette
- Issue Resolution
- Customer Experience Management
- Call Center Strategy
- Clerical Support
- Superior Computer Skills
Timeline
Customer Service Representative
LSPN
09.2023 - Current
Customer Service Manager
ANACS Coin Grading
04.2016 - 08.2023
Trainer & Quality Control Inspection Supervisor
Alphapage
02.2012 - 03.2016
High School Diploma -
Homeschool
Associate of Arts - Interior Design
Heritage
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